Travel cancelled and hotel closed due to Covid19. Called 3/13/20 to get refund for travel plans for 3/16 thru 3/20. Flights were refunded however we have called SEVERAL times to get the hotel refunded. Each time being told they had to get confirmation from the hotel and they would take care of it. After many calls and many hours on hold; all of which are documented with Expedia; we still don’t have a refund. Tried to contact the hotel, but was told we had to go through Expedia. Hotel name is Hotel *** in Times Square. The cost for the hotel was $858.81. Expedia gave us a case number which we can provide upon request. We have been trying to get this refund for 3 months and every time we call they say they can’t understand why it is taking so long and they are sorry. Bottom line.... we still no refund, Please help.
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation under itinerary ***. Our records indicate that on January 16, 2020, the customer,
or an authorized user of the Expedia account, self-booked a package for three
passengers on Expedia’s website, under itinerary ***. The reservation
included a roundtrip flight ($530.40), a nonrefundable stay at Hotel ***,
New York, NY ($774.28) and a refundable roundtrip Private Standard Car with *** Limousine Service ($84.23). We understand the customer is requesting
a refund of $858.51 for the hotel and the shuttle portions of the booking due
to COVID-19.Upon review, the private shuttle service was cancelled for a
full refund of $84.23 on March 20, 2020. As for the hotel portion of the booking, due to its nonrefundable
policy we had to contact the hotel to request authorization of a refund. Expedia
made multiple attempts to contact the property via email and phone, but wasn’t
able to reach anyone. On June 26, 2020, the
hotel responded to one of our emails and agreed to waive the nonrefundable penalty.
On June 30, 2020, with the hotel’s authorization, we issued a full refund of $774.28
back to the customer’s original form of payment. It may take up to two billing
cycles for the refund to process, depending on Ms.’s financial
institution.Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Customer Response
• Jul 12, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have to cancel my hotel reservations because of covid 19 so I called expedia and explored their website 3/12/2020 so I can cancel it but I was not able to get ahold of anyone over the phone, and website at that time was problematic and does not allow me to cancel, I believe because of the sheer volume of callers and customers trying to get to them at that point. so what I did was called the hotel itself and cancelled my reservations. now the problem is expedia refused to credit back the rewards points used for the said reservation because they said I wasnt able to cancel it. How am I gonna cancel when no one answers the phone and website is not working at that time and even days after because I tried multiple times believe me. pls help me get them to credit back the rewards points that they took for the reservations that was never provided. thanks much.
Expedia.com Response
• Jul 31, 2020
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation for the *** Farmington on March 09, 2020 for check-in March 14 and check out March 15, 2020. At the time of booking the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted June 8, 2020 in regards to obtaining a full refund of the reservation due to a lockdown. Customer care did advise that we are unable to issue any credits or refunds without permission of the property since the reservation was not canceled before the date of check-in. Our records indicate a full refund was issued on July 01, 2020. However, the customer had filed a dispute with their financial institution which caused the refund to fail. Conclusion/Resolution:We are sorry for any frustration on the customer's part regarding the reservation.Reward points totaling 3,422 were added back to the account on June 1, 2020. After review of the customer's booking with our payments team, we were able to confirm that the customer didn't receive a refund through the dispute process. Unfortunately, we were unable to reissue the refund as the card on file is expired. In order to issue the customer's refund, we must collect the card details once more. The customer should reach out to our customer care team via phone and they will assist in getting the refund reissued. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Hotels.com Team
Customer Response
• Aug 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
thank you for helping me, I appreciate it so much, it looks like my actual hotel expense has been refunded, and I received the rewards points back. there are things they never admitted to like their website crashing when the lockdown happened, and unavailability of customer service by phone 2/2 long line of customers waiting to be attended to (as my phone records would show multiple attempts prior to deadline of cancellation) but I got what was owed to me so thank you so much.
Sincerely
I booked a hotel using Expedia for June 8th. The morning of June 8th, I started an online chat with a Chris in customer service explaining that I may cancel the reservation if the room is refundable. He instructed me that the reservation was refundable. I made him confirm that several times in the chat. I went ahead and cancelled the reservation. The next day, june 9, I get charged the full amount of the reservation. I then proceeded to chat with another customer service rep and they told me the hotel has a 48 hour cancellation policy and there was nothing they could do for me. If Expedia would have told me this when I asked about the cancellation policy, I would have kept the reservation and proceeded to drive the 3 hours that afternoon and use the hotel. I have taken pictures of the chat so I have all this in writing. If I book through Expedia then I expect Expedia to know their policies and honor what they tell me they would do.
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on June 7th, 2020 via Expedia mobile site for arrival on June 8th, 2020 and departure on June 9th, 2020.On June 8th, the customer contacted Customer Care to inquire about cancellation of their booking. Customer Care let the customer know they would need to cancel before 3 pm check in time. Customer asked them to cancel the reservation and the hotel still charged the customer.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $73.78 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a package vacation under Itinerary #*** for a vacation for April 18, 2020 thru April 25, 2020 going to San Diego California.
the trip was cancelled due to Covid-19. I received the hotel monies back to my credit card but the flight credit was issued a credit with expedia. I called on June 4, 2020 to apply my airline credit to a new vacation which was Aug 9, 2020 thru Aug 16, 2020. and was told I would get a confirmation which I did via email... Two days letter received an email that my flight was cancelled. I checked the airlines website and the flights were both available... I contacted Exepdia and they told me there was an error that they did not ticket the flight and that is why the flights were cancelled (i waited two hours on the phone to hear they amde mistake) I then rescheduled the same flight with them on June 9, 2020 .. when I checked the next day it was still not ticketed. I proceeded to call the airline and they told me if Expedia does not ticket this flight (pay for it) it will be cancelled again. I again called Expedia to wait 1/2 hours again.... and explained I needed them to ticket this flight otherwise it would be cancelled again and they hung up on me.....I feel they are trying not to give me back my money
Just to mention the flight on Expedia was $217.00 per person and they were charging me $346.20 per person.. so that is a difference of $120.00 per person ... and I had a credit balance of $78.00 which they told me I had to lose....so I would lose $120.00 plus $120.00 plus $78.00 which is half of my entire credit of $778.00... In return now I have to pay out of pocket for my airfare because I was unable to book my vacation.
There is no reason why I need to follow up on Expedia every day just to make sure the flight was booked and good thing I did because I would of thought I was set for this vacation and meanwhile I didnt have a flight for me and my husband.
At this point I have paid for my flight so the credit will no longer help me.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for the flight.
Our records indicate that on January 1, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s website, under itinerary ***. The booking included a roundtrip fare with *** Airlines from New York, NY to San Diego, CA, departing on 18 April 2020 and returning on 25 April 2020. A nonrefundable Standard Room, 2 queen beds, Partial Ocean View, Non Smoking, at *** Hotel, San Diego, CA, for April 18-April 25 2020.
Upon review, on March 21, 2020, the customer self-cancelled the package for a refund of the hotel portion and a credit for the flight portion.
Upon further review, on June 4, 2020 the customer called Expedia to use the credit for the flight.
On June 9, 2020, the customer called Expedia after receiving an email confirming the cancellation of the flight.
On June 10, 2020, the customer called Expedia to confirm the flight and asked for the ticket numbers. Expedia sent an email advising the ticketing is in progress.
On June 12, 2020, Expedia sent another email advising the tickets have been reissued and provided the ticket numbers
On June 12, 2020 – The customer contacted Expedia after being advised the airline cancelled the tickets because they were not reissued on time
Please be advised that we have fully refunded Ms. *** the amount of $776.80 paid for the roundtrip fare with *** Airlines.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Victor ***
Corporate Correspondence Team
Customer Response
• Jul 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
August 4, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a refund of his flight due to the COVID-19.
Our records indicate that on January 13, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** from San Francisco, CA, United States to Ulan,
Bator on September 12, 2020 with added Travel Protection Package Protection Plan.
When researching this matter we were able to determine that *** approved a full refund on June 12, 2020, for the amount of $1,111.75 USD. The
time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
TERRIBLE!!!!! I Booked yesterday, and wanted to upgrade to a 3 bedroom condo and pay difference and y'all cancelled me and penalized me a one night stay. I NEVER CANCELLED!
We have been attempting to receive credit for flight restrictions during COVID epidemic. The only way to do this is by telephone however, no one answers their phones. Consumers should not have to be on hold for over 2 hours to receive service. We called 3 days in a row at various times of the day in order to speak with someone. After the 3rd day some one finally answered however we were again repeatedly put on hold for hours in attempt to redeem the airline credit and still did not receive the credit.
Expedia.com Response
• Aug 04, 2020
August 4, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting to receive a flight credit and compensation for the extensive period of time trying to get the issue resolved.
Our records indicate that on February 23, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Milwaukee, WI, to Billings, MT on July 7, 2020 and
returning on July 15, 2020 with added Travel Protection Cancellation Plan.
We would like to inform we verified with *** Airlines in regards to Mrs.’s request and has already been resolved on June 10, 2020. According
to ***, the tickets were reissued for a flight on July 7, 2020; going to Billings, MT. We regret to hear of the inconveniences experienced when attempting
to contact us. We have recently experienced longer than normal hold times due to the pandemic virus which impacted a large number of travelers. While we
understand that a long hold time can be frustrating, Regrettably, we cannot provide compensation as we assure you that Expedia always works hard to
answer every call and assist our customers to the best of our ability.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
11/20/2019 purchased trip to Edinburgh, Scotland through Expedia. Purchase included *** provided Travel Protection Plan insurance. In March 2020 governments of the world cancelled international travel due to COVID19. Contacted Expedia seeking refund due to flight cancellation, making the balance of the trip purchased unusable. Expedia very efficiently worked with the Partners involved in the itinerary seeking and receiving refund of all elements of the itinerary with the exception of the Travel Protection Plan. They initially directed me to *** Travel Guard to seek a refund for the Travel Protection Plan, which I did on 4/27/20 for travel which was to commence on 4/30/20 before flight cancellation leading to entire itinerary cancellation. *** responded back on 5/27/20 directing me back Expedia to request refund. Expedia has repeatedly refused to refund claiming 15 day from purchase refund request requirement. Their was no exercise of the policy, no insurance risk to Expedia, no insurance risk to ***. This represents an abuse of a very unfortunate world event, and abuse of persons in a very economically difficult time. Not a wise decision by either *** or Expedia, and certainly one that has the potential to lead to a class action lawsuit if not proactively addressed.
Expedia.com Response
• Jul 25, 2020
July 25, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would like a refund for the Flight Protection
Plan.
Our records indicate on November 20, 2019, Mr. or an authorized user of the Expedia account,
self-booked two round trip flight on *** Airlines departing on April 30, 2020
from Atlanta, GA, USA to Edinburgh, Scotland, UK and returning on May 13, 2020,
with a three night stay at ***, 12 day car rental with ***, along with the Flight Protection Plan via ***.We can confirm on March 24, 2020, Expedia cancelled the rental car and issued a refund
of $489.50 to the original card charged.On April 20,
2020, the customer called and was requesting a refund since he received an
email from Expedia about the flights being cancelled. He is not interested in a credit and no other
alternate flights are acceptable.Expedia
contacted the hotel on April 27, 2020, the hotel authorized
Expedia to issue a refund for the three night reservation. A refund for $435.37
was issued to the original card that was charged.On May 17, 2020, the customer called and stated he received a refund for the car, the flight
and the hotel but he wanted a refund for the protection. Our representative advised the protection has
to be cancelled within 15 days after purchase in order to receive a
refund. After further
review on July 25, 2020, Expedia confirms the refunds were issued
as the customer advised he had received them. The Flight Protection Plan is non-refundable, it was added to the reservation
when the reservation was created on November 20, 2019. The Flight Protection Plan needed to be
cancelled before the 15 days period expired in order to receive a refund.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 27, 2020
Complaint: ***
I am rejecting this response because: I view their response to be completely tone deaf. Businesses that do right by their customers thrive. Those that don’t do right by their customers don’t survive. I believe it to be completely immoral and unethical to keep one cent of my hard earned dollar based upon some legal mumbo jumbo that completely ignores the circumstances of COVID19. At a minimum, Expedia has lost a customer. More likely, I will be one of many handing this over to lawyers in pursuit of a Class Action lawsuit. Either way Expedia and *** lose, only the lawyers win. Shame on you Expedia, and *** for that matter, for simply not doing the right thing under the circumstances.
This company will not issue my partial refund after the flights are cancelled. They automatically issued a credit without confirming with me. They hung up on me 4 times and they’ve been giving me the run around for four hours now. Worst customer service I’ve ever experienced.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a full
refund for $219.05.
Our records indicate on February 19, 2020, Ms. or an authorized
user of the Expedia account, self-booked two combined one way flights the
departure was on *** Airlines departing April
30, 2020 from Washington, DC, United States to Nassau, Bahamas and returning on *** Airline on May 3, 2020 along with the Flight Protection Plan via ***.We can confirm on June 9, 2020, the
customer cancelled the flight reservation via an online electronic cancellation
form and wants a refund instead of the airline
credit. Our representative advised the
customer of the airline policy and advised since she has protection, she could
file a claim with Travelguard and the claim would be subject to approval . The customer was given the number to contact
Travelguard and she requested a Supervisor. The Supervisor called the customer ack and the customer could not hear
her, she returned the call and the call went unanswered. The customer called back to check if the refund option was available since she is was not
ok with the credit option. Our
representative advised the six hour schedule change with *** made the *** flight eligible for a refund. The
*** Airlines flight was suspended and the representative suggested that
the customer contact *** Airlines directly.
On July 25, 2020, Expedia confirmed the *** Airline record is showing in refund status
as of June 9, 2020. *** Airline will
process the refund ($183.50) to the original card charged. The *** Airlines record is in a
suspended status. Expedia contacted *** Airline’s and they advised Expedia
needs to call their Electronic Support Desk on Monday July 27, 2020.
After further review on July 27, 2020, Expedia contacted
*** Airlines and they advised they received a chargeback for the ticket
and says funds have gone back to the financial institution. *** Airlines advised if the customer
wants another reservation, they will need to create a new reservation, they
will not authorize a refund due to the chargeback.
Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased a flight protection plan when I booked my flights on Expedia in March, knowing they might be canceled. I have gotten word from Expedia that the flights were canceled, so I contacted the airlines to inquire and was given a credit for rebooking the flight in the future. Expedia keeps emailing me telling me they are working on a refund, which I don't want at this point (since I am planning to rebook the flight using the credit). I also want to talk to them about getting my money back for the Flight Protection plan (which I was told I had to do from the Insurance company), which I think should be refunded or credited towards my next flight, since the flights were canceled and couldn't be rebooked at this time. But I have been trying for 5 days now to contact them to discuss this and either get put on hold (if I call) for over 2 hours, in one case, or if I try the online chat it keeps telling me it's busy and to try later. I finally seemed to get through on the chat only to have my call dropped when I literally didn't respond to a Q in less than 5 seconds, and then when I tried again it kept changing my wait times from 8 minutes, to 24, to 28 before dropping me altogether. This is unreasonable and infuriating, especially if the time for me to do something with this policy is limited
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a full refund for the Flight Protection Plan.
Our records indicate on March 15, 2020, Ms. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on July 2, 2020 from Calgary,
AB, Canada to Pensacola, FL and returning on July 14, 2020 along with the Flight Protection Plan via ***.We can confirm on June 6, 2020, the customer
cancelled the flight reservation via an online electronic cancellation
form. *** Airline record shows the
ticket is being processed for $654.06 to VISA card ending ***. Expedia emailed the email address on file
advising a refund of $654.06 was being issued to the original form of payment.
After further
review on July 24, 2020, Expedia was able to verify there are
no notes or documentation on the Expedia account in regard to the cancelled
reservation. Expedia confirms the United
Airline record was cancelled by the customer via online electronic cancellation
form. Expedia confirms the refund was issued
to the original form of payment and we sent an email advising the refund had
been issued. The Flight Protection Plan could
not be cancelled after being on the account for 10 days. The Flight Protection
Plan is handled through Travelguard/AIG; the customer would have needed to
cancel prior to it being on the reservation for 10 days or would have needed to
file a claim with the provider. The
insurance is not refundable after its been on the account for 10 days. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
I am not disputing that I was able to cancel the reservation and was refunded my ticket price. What I was unhappy about was that I had to do that myself, with the airline, as they noted, because I tried for days (5 days in a row, to be exact) to contact Expedia to find out about the ticket and getting it canceled and also to see if I could use or get money back on the insurance, but I was unable to get through, either by phone or on their chat-bot. I understand the terms of the contract for the insurance not being able to be canceled since 15 days had passed, but I felt that should have been made more explicit when I bought the insurance, or waived due to the circumstances, especially since the trip was canceled through no fault of my own, and well past the time I could have used or canceled the insurance (I was partly trying to contact Expedia to find out what should happen with the ticket and insurance, but since I couldn't reach them, I kept waiting (as their recorded message kept telling me to do) until closer to my flight dates, to be sure the flight actually would be canceled)...hence I had no recourse with the insurance at all. I actually called the insurance company when it became clear to me I probably wasn't going to be able to fly, to see about canceling my policy, but they said I had to go through Expedia, which as I've said before was impossible at that time. I think that Expedia should refund me the insurance cost due to my not being able to reach them in a timely manner, and out of "goodwill", since I have used this site for many years as a loyal customer, but rest assured I no longer will.
I have 2 separate travel bookings through Expedia. And due to Covid-19, Airlines cancelled the bookings. But Expedia refuses to give us refund. Infact they have outrightly lied about the bookings.
Booking 1:
Travel dates Jun 22, 2020 - Aug 23, 2020
June 22 - Nassau - Miami - London - Delhi
Aug 23 - Delhi - London - Miami - Nassau
Itinerary # *** Confirmation *** (***)
Confirmation *** (*** Airways)
*** will not open airlines till July 1. And India will not open till July also. So *** Airways supposedly cancelled our flights. But Expedia never informed us about the same. It was on my calling Expedia that they confirmed that *** Airways cancelled the London to Delhi leg. Also *** Air cannot operate the Nassau to Miami leg. So given this situation,we asked Expedia to cancel our booking. But to my horror, Expedia representative suggested that since Miami to London flights still run they cannot cancel. Are you kidding me? Really? I booked the ticket so that I could fly with my family from Nassau to Delhi. Since any part of the trip cannot be completed, the booking needs to be cancelled.
I requested Expedia to give me full refund but they have not responded to refund our money back. In fact we called but both *** Airways and *** Air and both said they would have refunded our tickets if we booked through them directly.
I made a very big mistake booking through Expedia. I have been using them for over 15 years now. But never again. They are robbers. I will not let them of the hook. I am going to explore reporting them to the Department of Transportation and also look to file litigation. Can some send me contacts of good lawyers in Miami and NY who could handle this case? Also do you have email contacts at DoT?
Again, thus trip was cancelled as *** and US and *** and Canada airports shut down due to the heights of the Covid 19 during this time. We had no way to go even if we wanted to. But Expedia, did not give us refund back either on *** ticket nor on Hotel reservation. In fact we called the hotel and they said they would refund the money back to us. I received an email from Expedia saying that they contacted the hotel and the hotel refuses to give refund back. I reached out to the hotel again, and they confirmed (from a senior officer at fairmont) that Expedia never reached out to them and they will be happy to refund the money. So Expedia is outrightly LYING. I have email proofs of the same. They are playing with ***s citizen's hard earned money. Everyone else has been very gracious is resolving and refunding our travel plans. But not Expedia.
They are crooks. I reached out to their CEO and customer service seniors and even their Board of Directors. But not one of them cared to reply.
Can some one please advise how I can take Expedia to a public litigation? They need to be held accountable and brought to the notice of White House for the kind of business practice they have amidst a pandemic. I am sure they have taken money from the Treasury, Fed and White House but will not help customers out.
Expedia.com Response
• Jul 25, 2020
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a multiple reservations.Our records show on January 4, 2020 Mr. an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Miami, FL USA to Nassau, *** departing on August 23, 2020, for a total of $11,436.00.Our records indicate on February 17, 2020, Mr. an authorized Expedia account user self-booked a hotel stay on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, AB for a check in on April 15, 2020, and a check out on April 19, 2020, for a total of $1613.60. Our records show on February 16, 2020, Mr. an authorized Expedia account user self-booked a flight reservation with Expedia’s under itinerary ***. Travel was with *** and *** Airlines, traveling from Nassau, *** to Calgary, AB departing on April 9, 2020 and returning on April 20, 2020, for a total of $2101.08.On June 10, 2020, Mr. contacted Expedia to cancel the flight reservation booked under ***. The flight was deemed eligible for a full refund per *** Airways policy. Therefore, Expedia processed $11,408, back to the customers original form of payment. Based on the merchant of record *** Airways (the institution that charged the customer’s credit card). It could take up to 8 weeks depending upon Mr. financial institution for the refund to post.On May 30, 2020, Mr. contacted Expedia to request a full refund for the Hotel reservation under ***. The hotel did not have a policy in place to override their (non-refundable) rules. Therefore, we discussed Mr. decision in canceling his hotel stay and the acceptance of the hotel voucher listed below:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($1613.60) represents the total amount of your cancelled lodging booking you previously made on Expedia.Here are a few things to know:- You need to use the coupon and start your stay within 12 months of the date it was issued.- The coupon must be used towards booking a stay at ***.- If you don’t use the total amount of your coupon in one transaction, don’t worry, you’ll still be able to use the remaining amount on your next booking at the same property.- When you’re ready to use your coupon, simply sign in to your Expedia account when checking out and select the coupon from your account when you pay.Please review other terms and conditions specific to this coupon.We know COVID-19 has had widespread impacts on the lives of people worldwide and that travel has taken a backseat as we all work to stay healthy and safe. We’re hopeful that when the time is right, you’ll be able to take the trip you had planned.Sincerely,The Expedia Travel TeamBetween May 30, 2020 to June 8, 2020, under itinerary ***, Expedia obtained the hotel’s authorization to submit a refund back to Mr. original form of payment. However, Mr. accepted the Hotel Voucher back on May 23, 2020. Which halted a refund, due to the Voucher being issued, therefore, a request for a voucher deactivation was required. At Expedia, we do follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Expedia is a third-party intermediary, and we are subject to *** decisions of whose services we sell. We act only as an agent for their product and we do not have the authority to override or to change their procedures. Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. Upon review, on July 24, 2020, due to Mr. Expedia account history related to the itinerary ***. The voucher valued at $1,613.60, was deactivated and a full refund was processed back to the customers original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. The (COVID-19) flexibility policies for itinerary ***, are publicly visible on both Airlines websites strictly stating ***’s penalty fees will be waived until, December 31, 2021. However, the flex policy for *** penalty fees will be waived until, February 15, 2020. In addition, *** and *** Airlines are the merchants of record (the companies that charged Mr. credit card). Furthermore, Mr. cancelled/accepted two Future Travel Credits of $1,218.95, for *** and $870.90, for *** Airlines.
See the exact cancellation policies, that were provided to Mr. prior to him agreeing to book the flight reservation:***’s cancellation policy : Tickets are nonrefundable*** Airlines cancellation policy: Tickets are nonrefundableMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On July 24, 2020, Expedia contacted both *** and *** Airlines to request a full refund on behalf of Mr. Manwatkar. Regrettably, based on the Airlines cancellation policies a refund from either Airline was declined and only future travel credits was offered. Due to the information provided above Expedia is unable to issue a refund on itinerary ***. When Mr. following the flex policies and is ready to use his airfare credits he may contact Expedia at (877) 227-7481.Sincerely,Melanie ***Corporate Correspondence Team
Today June 9, 2020 I have been on hold for almost 3 hours at the time of doing this complaint. The first time when someone transferred me after an hour the person picked up then hung up. Now on hold again, the guy said 10 minutes...its been over an hour. I am trying to use a flight credit to go see my parents. This is ridiculous. Why can't the the 1st person (customer service rep) make the change without transferring me. FIX IT! They lost me as a customer.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on March 9, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia's website under itinerary *** . Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on May 8, 2020 and returning on May 11, 2020, for a total of $221.40. We understand Ms. is seeking a refund for each flight reservation, based on the airline initiated schedule changes.
Between May 5, 2020 to June 9, 2020, Mrs. contacted Expedia to cancel her flight reservation due to (COVID-19) travel disruptions. Therefore, a future travel credit with *** Airlines was issued for a total of $221.40. In addition, Mrs. was made aware of the travel credits expiration date of prior to, December 31, 2021. It appears that Mrs. called back to use the future travel credit with *** Airlines, we followed these trip details below,
Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on June 18, 2020 and returning on June 21, 2020, for (no additional charge beyond) the total of $221.40. We can confirm that the ticket was issued on June 11, 2020. Additionally, *** Airlines is the merchant of record (the entity that charged Mrs. credit card) on this itinerary. Expedia is are required to handle the volume of calls in the order they are received. Furthermore, *** Airlines has certain ticket terms that require specific processes in order for the tickets to be issued. Although, we are working as quickly as possible to provide services to our customers these are unprecedented times that has caused longer than normal hold times.
Moreover, Mrs. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Due to the information provided above Expedia is unable to honor Mrs. request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Melanie ***Corporate Correspondence Team
I had bought tickets for a trip in May to Vegas and my flight was rescheduled to over a day due to canceled flights. I received an email from *** giving me the option to accept or deny. I waited a few days before responding to see what the status on traveling would be and when it was confirmed that Vegas would not have many businesses open, I called to request a refund and it was denied. I called Expedia and they said I would have to dispute with *** Airlines. I called *** and they gave me the runaround saying I can only get a credit and when I told them I did not accept the changes, they still failed to give me my refund and hung up on me. Mind you one of the family members who booked separately received the same message and had no issues receiving her refund. The the DoT Enforcement Notice also says all passengers are “to be refunded promptly” due to covid-19.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for the reservation.
Our records indicate on February 8, 2020, Ms. *** or an authorized user of the Expedia account,
self-booked two combined one way flights the departure flight was on ***
Airlines departing on May 21, 2020, from Milwaukee, WI to Las
Vegas, NV and returning on May 24, 2020, ***
Airlines with a three day Dollar rental car, along with the Collision
Damage Plan via ***.We can confirm on February 18, 2020, the
customer called in and canceled the car rental and Collision
Damage Plan. A refund was issued for the
$120.26 for the car rental and $40.00 for the Collision Damage Plan. Expedia
emailed a refund receipt.On July 23, 2020, Expedia
submitted a refund ($274.42) request via the electronic airline system to
*** Airline for cancelled *** Airlines reservation.After further review on July 24, 2020, Expedia was able to verify the refund request that was
submitted via the electronic system for the *** Airlines record on July 23,
2020. *** Airlines will process the refund
to the customer’s original card charged. The customer may want to check with *** Airlines for their refund
timeline. Per *** Airline their
fare rule states that cancellations are not allowed. Expedia contacted ***
Airlines to verify their policy. *** Airlines advised they have processed a refund for the flight
reservations to Mastercard ending *** for $456.80 and also issued a refund to
a VISA card for $ 72.00 for baggage on April 21, 2020. Expedia confirmed the car reservation and
Collision Damage Plan were cancelled and refunded on February 18, 2020.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** and *** Airlines were the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In addition,
at the time of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of
Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
This complaint is not in regards to ***’s purchase as she received her refund but I, *** have not received my refund. Please review again.
Sincerely
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because:
I don’t think you guys are understanding this correctly. *** refunded me but *** never did. They sent an email when they changed my flights to see if I would accept or reject. I did neither and called them but they said they would not refund me and only give me credit. I have received ***’s refund already.
Sincerely
Expedia.com Response
• Aug 09, 2020
August 9, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did
not accept our response.
We are again responding to Ms. complaint regarding a refund. We understand that Ms. is requesting a refund for the ***
Airline flights. Expedia contacted *** Airlines and
they advised that the customer called them on May 8, 2020 and requested
to cancel and were looking for a refund. *** Airlines stated they advised
the customer they would deduct $79 per ticket for the voluntary cancellation fee
for the non-refundable. *** Airlines stated they advised the customer the
remaining amount would be issued as an airline credit that was valid for 90
days. *** Airlines advised they sent
the customer an email with the same details. They advised as of August 8, 2020 credit is no longer valid.
Based on the
above we are not able to honor the refund request. If the customer has any other question
related to the credit *** Airlines issued, they should contact ***
directly. Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
In August 2019, I booked and paid tickets, through Expedia, to fly to Portugal on Jun-26-20 and back to US on Jul-14-20. As I was recently informed those flights had been canceled, I contacted Expedia on Jun-08-20 and requested the exchanged of the inbound flight (Lisbon to Miami), in Executive class, to Jul-27-20. After the exchange was completed, I received an email from Expedia confirming it. During the exchange process I asked several times if there would be any cost to process it, keeping the same class of service (executive) and was repeatedly informed there would NOT. In fact, I even checked with the carrier (***) and the price was the same I had payed, back in August 2019. After the exchange done and confirmed with Expedia, I also confirmed with the carrier my new date and flight, was OK.
At my surprise, the following day (Jun-09-20), when I tried to book the seats with the carrier (as I travel with my 9 years old son), the reservation had disappeared and later on my Expedia account it showed as "canceled". Since then, I spent in excess of 6 hours calling and trying to have the situation resolved/corrected with Expedia, without success. After the successive go-around from associate to associate, I end up with some corporate associate called Sara (supposedly a supervisor), who with a very rude and disrespectful manner told me she did not know when the situation/cancelation could be repaired/remediated... She also told me, just before hang up the phone that satisfying legitimate customer claims was not her job (sic).
Expedia.com Response
• Jul 27, 2020
July 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers for travel from Miami,
FL, United States to Lisbon, Portugal, departing on June 26, 2020, and return
on July 14, 2020.The
customer changed the one way return ticket on June 10, 2020, for travel from
July 14, 2020 to July 27, 2020. The cost to make the change was $448.84 and a
credit card was provided to complete the exchange. The additional cost was
added on to the value of the tickets.The other
flights were canceled to be held for credit.On June
24, 2020 the flight record with the active exchanged tickets were canceled. We
emailed the customer a confirmation of the second cancelation. A refund was not
available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Our complaint about Expedia involves their refusal to honor their commitment for a refund and for flights we cancelled and for coercing us to take a flight credit with unacceptable time restrictions.
On 2/26/2020, in light of the developing spread of COVID-19, we cancelled our international flights for our family. We were told that we would receive a refund of just over $2300 from the $4600 we paid when we booked the flight in April, 2019. We were told that our AMEX card would be credited after the next billing cycle. We called Expedia yesterday, 6/8/2020, to find out why they had failed to refund our money. The first representative was able to find the record of our original phone conversation in February when we cancelled the flight. We were then transferred to another rep, who also confirmed the situation.
Finally we were transferred to a supervisor from Expedia Corporate CC, who explained to us that instead of a refund, we would receive a credit for the full amount of the flight, but that we would have to fly by 3/31/2021. We told him that this was not acceptable because we have no intention of flying anywhere until we have been vaccinated for COVID-19, hopefully sometime in 2021. He told us that airlines were being flexible and the international airline would likely accommodate our desire for an extension. He also told us that there was nothing more that he could do for us and that our only choice would be to contact the international airline and ask for an extension. We asked him to confirm the commitment that Expedia had originally made for a refund, but he said that he did not have access to that information. Either the record had been erased or he was not truthful with us, because the reps earlier had confirmed it.
We placed the international call this morning and found out that there was nothing they could do because the itinerary had been cancelled/erased by Expedia. The airline rep also told us that if we were to use the flight credit, we would have to book the flights with Expedia. We were told by Expedia that they could no longer help us. Where do we go from here?
At this point, Expedia has refused to refund the money they promised us in February. Now, they have replaced it with a flight credit that is of no use to us because of time restrictions. Although the supervisor assured us that the airline would accommodate our request for a time extension, we have no guarantee that they would do so. Not only that, Expedia may be erasing records. It’s clear to us that Expedia has not been operating in good faith and is trying to keep the money that they promised to refund.
We would appreciate your help in obtaining the refund we were originally promised. Thank you very much.
Expedia.com Response
• Jul 23, 2020
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.On April
13, 2019, the customer purchased three tickets with *** for
travel to Maceio, Brazil, on February 28, 2020, with a return on March 6, 2020.Our
records show that the airline had a major schedule change and we reached out to
the customer as new flights had to be selected. The customer requested a refund
and the airline denied a refund based on being able to provide another flight.
Regardless, the customer was able to get a refund of the tickets with a penalty
of 60% based on the fare rules of the airfare selected at purchase.The
refund has not been processed yet. We regret any inconvenience. However, we need
the customer to contact us regarding the refund request via phone because the
refund is not going through. The customer will need to have the details of
their credit card ending *** available when calling. Please reference the E
case number above on contact.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
We just spent 3 hours on the phone with Expedia and the situation is just as it was in February. We were told today that we would receive our refund in 2 billing cycles. This is the same commitment we got in February. We do acknowledge that Expedia has just processed our refund request, but it is now in the hands of the airline for it to be completed. Expedia said that the airline may not agree to the details of the refund and may kick it back. There has been no progress on this matter for 5 months, including a 6 week delay since we contacted you. This situation will not be resolved until we receive our refund.
Sincerely,
*** And
Expedia.com Response
• Aug 02, 2020
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the additional comments.
We are responding to the consumer complaint number ***.As previously advised, we need the customer to contact us
regarding the refund request via phone because the refund is not going through.
The customer will need to have the details of their credit card ending *** available when calling. Please reference *** We regret any inconvenience. It is important to call so
that the refund can be processed within the validity of the tickets. We offer
customer service 24 hours per day and off peak hours have less hold time.
Please call 1-800-EXPEDIA or 1-404-728-8787.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***I am rejecting this response because:Things are looking more encouraging after a productive, but very long phone conversation with Expedia and after an earlier email confirming a portion of our refund. As things stand, we are expecting a portion of our refund within a month and another, larger portion within 2 months. We commend Expedia for their effort to straighten out this problem, but we cannot say that this is resolved until we receive our full refund.Sincerely
My flight on *** Airlines was cancelled, but I booked it through Expedia. Expedia cancelled the trip and it no longer shows as eligible for the voucher, so *** Airlines can't issue a voucher or refund. But I can't reach an Expedia agent via online chat, phone, or email despite over 45 attempts in the last 39 days. At this point, I don't know how to get through to their business to notify them of the issue and the timeframe to receive the voucher from *** Airlines is closing - which means I will lose all the money I paid for this trip that Expedia owes me.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like a full refund
for his reservation.
Our records indicate on November 26, 2020, Ms. or an authorized
user of the Expedia account, self-booked a round trip flight on *** Airways departing on May 1, 2020, from Boston, MA, USA to Nairobi,
*** and returning on May 9, 2020 via ***.We can confirm
on May 9, 2020, the customer contacted our Social Media Team and
requested an email about her flight credit. The customer cancelled her flight online and
the airline record shows the airline has taken over control.On May 11, 2020, the customer would like to request a refund and as per escalating agent no
policy in eureka but as per checking *** Airways policy states refund will
only be possible via EMD. This can be utilized within 12 months from date of
issue." "No Cash Refunds allowed." The representative was unable to open the
status of the ticket. Customer was sent
an email advising we have sent an email to the airline. Numerous email
communication to the customer. Eventually advising the customer to contact
*** Airways since we could not retrieve the ticket information. The customer advised *** Airways referred
her back to Expedia and to *** Airlines and she wants Expedia to further
investigate.From May 9, 2020 through June 10, 2020, there have been numerous email communications between Expedia and the customer and Expedia
and *** Airways. The customer inquired
on receiving a voucher and Expedia eventually referred the customer to contact
the *** Airways. The customer advised
she would not contact them again and it should be our responsibilityAfter further review on July 24, 2020, per
*** Airways policy the flight credit is applicable. As a courtesy Expedia contacted *** Airways
and they advised they could not retrieve the ticket information and suggested
we contacted *** Airlines. As a
courtesy Expedia submitted an email to *** Airways inquiring on their actual
policy, since the information given on over the telephone was incorrect. *** Airways email automation replied with incident
number 200723-000396. Expedia must wait
for an official reply back from *** Airways and once we receive, we shall
advise the customer of their *** Airways policy.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airways was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. Klingensmith
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had a flight booked through Expedia. I had to cancel my flight as state orders mandated only essential travel be permitted.
I was told I would receive a refund initially. Later Expedia sent me an email saying I was receiving a credit that could only be used with the same airline (*** Airlines) and must be used within a year. There were no additional stipulations.
Once restrictions had been lifted, I attempted to book a new flight, however the first time I contacted the representative hung up on me and I was unable to contact anybody again. I sat on hold for 6 hours before hanging up. I called back the next business day and sat on hold for another 16 hours without any representative answering.
On the third day, I called and got a representative immediately, however they said they would need to transfer me to somebody who could use my credit to book a flight. The second rep I spoke to said that the credits could only be used on certain flights which *** Airlines had said were specifically for "rebooked" flights. These rebooked flights were considerably more expensive than the "new" flights that were available on Expedia's website for the same day, destination, seat class, and number of stops. The rep then said that he could not issue an actual refund since I had been the one to initiate the flight cancel (despite being told initially that I would receive a refund). The rep then said he would attempt to get me a refund and allow me to book a new flight, however I have now been on hold waiting for the rep to come back for an additional 7 hours without a response or checking to make sure I was still on the line.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a full refund for his reservations.
Our records indicate on March 13, 2020, Mr. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on March 27, 2020,
from Dayton, OH to Dallas,
TX and returning on March 29, 2020 along with a two night stay at *** Hotel Southlake DFW North via ***.We can confirm
on March 24, 2020, the customer cancelled the reservation online
via electronic web form. Expedia emailed
the email address on file a cancellation email advising of the future travel credits
for the flights and an email advised of the refund of $170.53 for the hotel
cancellation.On June 9, 2020, the customer called in and wanted to apply credit from DAY to
ORF. Our representative advised that
there was no change fee but any fare difference would be his responsibility. No
changes were made to the record. The customer
contacted our Social Media Team and advised he would like a refund. The representative advised he was not eligible
for a refund but has a future travel credit. Our representative advised he may want to try requesting a refund using
*** Airline website.After further review on July 24, 2020, Expedia verified the *** Airline policy since the customer
cancelled his reservation via online electronic form. The cancellation created a future travel
credit for each of the tickets in the amount of $238.80. The customer’s cancellation cancelled the
hotel reservation and a refund was issued for $170.53. Expedia emailed the
customer email address advising of the future travel credits and the hotel refund. The customer can contact our Customer Service
Department at 877-227-7481 to exchange his
flight reservations. *** Airline
policy waives the exchange fee, any increase in fare would be the
responsibility of the customerPlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. Lambes
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
when attempting to use the credits to reschedule the flight I was told they do not apply to all flights from *** Airlines. The representative I spoke to would only list what they called "carry over" flights which were substantially more expensive than other flights leaving the same day, following the same path, from the same airline.
It was recommended that I cancel my flight by a representative prior to the electronic cancelation due to travel restrictions of my state. If I had not cancelled my own flight, I still could not fly regardless of whether *** Airlines cancelled.
I purchased a travel package through the Expedia.com website for Travel between March 28th - April 2nd from Boston to Barbados. My destination country of Barbados issued an automatic quarantine of 14 days for incoming travelers. Since this was much longer than my scheduled trip, I needed to cancel my reservation through Expedia. I did so and was informed of no refund. I attempted to dispute this through my credit card company *** who rejected my dispute. I do not think I should get charged for a service that I can't use even if I wanted to. I would have had to fly to Barbados and be quarantined for longer than my scheduled trip. I contacted Expedia and was informed that there are no refunds for the hotel stay whatsoever because my room was a 'no refund' room. I am not paying for a service that I can't use even if I wanted to.
Expedia.com Response
• Jul 23, 2020
July 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a refund. We understand the Ms. would
like a refund and not a travel credit.
Our records indicate on March 9, 2020, Ms. or an authorized user of the Expedia account, self-booked
two combined one way flights, the outbound flight was on *** Airways departing
on March 28, 2020 from Boston, MA to Bridgetown, Barbados and returning on ***
Airlines on April 2, 2020 along with a five night stay at *** Barbados -
All Inclusive and the Package Protection Plan via ***.After further review on July 23, 2020, Expedia contacted the hotel and they advised to send them an email about the refund
request. Expedia sent the hotel the
requested email. There are no
notes or documentation on the Expedia account regarding cancelling the
reservation. Expedia verified the customer
cancelled the reservation via electronic web form cancellation on March 25,
2020. Expedia emailed the email address
on file the cancellation emails. The
hotel email advised the reservation was cancelled without a refund. The cancellation emails for the flights advised
the flight reservations were cancelled with future flight credits. The protection was cancelled and a refund was
issue for $298.00 on March 17, 2020 . As
a courtesy Expedia emailed the hotel and must wait for a response to see if
they will authorize a refund or compensate the cancelled hotel
reservation. The customer needs to
contact our Customer Service Department at 877-227-7481 to exchange the flight
tickets and use the future flight credits.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and ***
Airlines were the operating carriers and merchants of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the credit request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di F Corporate
Correspondence Team
Customer Response
• Jul 23, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I am seeking a refund for services not rendered. I paid for a service I didn't receive and couldn't use anyways. I am not backing down on this. You will refund my money otherwise, I will drag this out as long as possible both in social media and in the news. I work for an advertising firm and I will use my position to influence others who have been cheated out of their hard earned money, to file a class action lawsuit against your company.
I purchased airline tickets with my best friend end of February through Expedia's website. Over the past couple months our flights have changed slightly to different connecting flights but the same time frames roughly. I have all the emails with all the reschedule updates. Our original flight home was suppose to be to MDW however that was changed and switched from PBI to ATL then ATL to ORD on May 9th/10th per an email. June 3rd I got an email that my flight home on June 14th was cancelled, however my friends was not, to which she booked the same flight as me. NONE of her flight plans have changed still to this day, June 9th.
I chatted in online to Expedia and spoke with John Art on June 3rd who spoke with *** after waiting four hours from what I was told. Eventually they put me back on the 5PM flight and I received a confirmation email at 4:51PM on June 3rd from *** airlines. THEN the following morning I got an email from Expedia at 9:47AM, June 4th saying they refunded my money for my flight home. This was never discussed as I was just re-booked for my flight as I was told verbally and by email the day prior. I chatted in after receiving that email and was told by a female supervisor, that *** cancelled my flight and I would have to reach out to them to get compensation for them to pay the additional fee's for another flight home as Expedia had nothing to do with this cancellation. So, I got a hold of *** airlines, they explained to me that Expedia cancelled my flight because they did not finalize the booking process for my 5PM flight. Additionally I was sent their guidelines that if my flight was cancelled by them I would have received and email. To which my email of notification was not from *** it was from Expedia. Expedia cancelled my flight due to negligence and not completing my booking.
So I reached out to Expedia again on June 4th, I spoke to a woman who offered zero remedy to my problem, instead told me there was nothing she could do because I was never booked for the 5PM flight and that they would not cover the difference in cost for me to book another flight. Excuse me? I had an email saying I was booked, actually I had two emails saying I was booked for that flight. So I asked to speak with a manager, after waiting for 115 minutes I was disconnected and hung up on.
June 6th, I was so exhausted of this situation being that I have spent probably 7-8 hours chatting with *** I went to book my flight. And wouldn't you know, my original flight at 5PM is now available again for $499!!! I called into Expedia, explained my situation again that I am being wrongfully punished and having to spend extra money I do not have on a flight I already purchased. Once again I was put on hold for over two hours trying to reach a "manager". Again, nothing was fixed about my situation.
June 8th, - My trip is now less than a week away and I still have no remedy for my flight coming home. A representative on facebook offered $150 to cover part of my flight. WELL the flight I was ORIGINALLY booked for THREE months ago is now $499. But because I booked end of February because I planned my trip, and my flight got cancelled by Expedia, I am responsible for them canceling my flight and paying the now $323 dollar difference?? Where is this fair nor right? I called in and was on the phone for another two hours for them to finally say a manager will call me at 6pm that evening. I got the call, and once again it was let me review your notes, and then the no we cannot do anything for you. I told them about them offering to cover part of my flight and was pretty much told I was a liar and that they did not find that in any of their notes. I was then asked to screen shot my conversation on Facebook and send it to their email. Thanks for calling me a liar? GREAT customer service. I was then told they will cover $150 of the $373. So now I am stuck with paying an additional $173 for the same flight I booked and paid for already in February. I told them no, I refused, this was unacceptable and I wanted a manager in power I could speak with. I was told I will get a call back. Well here we are the next day and zero phone call.
June 9th, this leads me to where we are now. I am still left without a flight home but apparently have a flight to Florida still just no way home. Lovely. Also being told my amount was refunded yet, I have no proof of this on my credit card statement anywhere, nor does my credit card company show any incoming refunds. I have spent over fifteen hours on the phone with Expedia for them to give me the middle finger and tell me they cannot do anything for me despite the problems they have caused. I am now forced to spend $400 more dollars on my same flight I was originally booked for. Worst customer service I have ever experienced. They take your money and then waive you off like you do not matter. Now my best friends birthday has been nothing short of awful thanks to your company. I will also be pulling all my companies reservations and bookings with Expedia for hotels and flights, so you will be losing thousands of dollars now because of your actions. Great business practice.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like the original flight for $529.00 to be
paid for by Expedia based on the inconveniences.
Our records also indicate on February 26, 2020, Ms. or an authorized
user of the Expedia account, self-a two combined one way flights, the outbound
flight was on *** Airlines departing on June 12, 2020, from Chicago, IL to West Palm
Beach, FL and returning on *** June 14, 2020 via ***. We can confirm on June 9, 2020, Ms. or an authorized user of the Expedia
account, self-a one way flight on *** Airlines departing on June 15, 2020,
from West Palm Beach, FL to Chicago, IL via ***. The issue was escalated
to a Lead and a courtesy refund of $150 was approved and issued to the original
card charged.After further review on July 24,
2020, Expedia verified a refund for $176.20 is showing being processed
in *** Airlines record under itinerary ***.
*** Airline refund is showing the refund was issued to the original card that
was charged. The customer would need to
contact *** Airlines for their refund timeline. Expedia
contacted *** Airlines and they confirmed the return flight on June 15,
2020, was flown under itinerary ***. Expedia confirmed a refund of $150 was issued
on June 13, 2020 to card VISA card ending *** under itinerary ***.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and *** Airlines were
the operating carriers and merchants of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other damages
or expenses resulting there from. Expedia has no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Please accept our apologies for any inconveniences
that may have been caused. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
We had booked a flight through Expedia with *** Airlines to get to our honeymoon in St. Lucia. Our flight was supposed to be June 2nd and return June 11th. Unfortunately, because of the coronavirus, *** Airlines canceled our flight. We were issued flight credit through expedia. However, this was a total scam. You are not able to book your own flight using the credit. You have to call expedia and have them do it for you. It took us over 5 hours on hold just to get someone who said they could help us. Then, they made us jump through a bunch of hoops, including being on hold while they read the policy to see if we were even allowed to use our credit. We still are in the air about if we'll be able to use the flight credit that they gave us. Its now been a six hour hassle just to use the credit that they gave us. It is beyond frustrating and I imagine that for people who work or don't have 6 hours and an argumentative soul, they wouldn't even have gotten as far as we did. Expedia is scamming their customers during a global pandemic and it is sickening.
Expedia.com Response
• Jul 22, 2020
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number 14439649, from Nicole Kubinec.The
customer purchased two tickets with *** Airlines for travel to Vieux Fort,
St. Lucia, departing on June 2, 2020 and returning on June 11, 2020, with
flight coverage from Travel Guard. The
customer canceled their flights, and then rebooked them to depart on July 14,
2020 and return on July 25, 2020. The first attempt to issues the tickets did
not succeed, but the tickets were issued with the assistance of the airline. We
regret to hear of the timing being longer than expected or for any
inconvenience. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Travel cancelled and hotel closed due to Covid19. Called 3/13/20 to get refund for travel plans for 3/16 thru 3/20. Flights were refunded however we have called SEVERAL times to get the hotel refunded. Each time being told they had to get confirmation from the hotel and they would take care of it. After many calls and many hours on hold; all of which are documented with Expedia; we still don’t have a refund. Tried to contact the hotel, but was told we had to go through Expedia. Hotel name is Hotel *** in Times Square. The cost for the hotel was $858.81. Expedia gave us a case number which we can provide upon request. We have been trying to get this refund for 3 months and every time we call they say they can’t understand why it is taking so long and they are sorry. Bottom line.... we still no refund, Please help.
July 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation under itinerary ***. Our records indicate that on January 16, 2020, the customer,
or an authorized user of the Expedia account, self-booked a package for three
passengers on Expedia’s website, under itinerary ***. The reservation
included a roundtrip flight ($530.40), a nonrefundable stay at Hotel ***,
New York, NY ($774.28) and a refundable roundtrip Private Standard Car with *** Limousine Service ($84.23). We understand the customer is requesting
a refund of $858.51 for the hotel and the shuttle portions of the booking due
to COVID-19.Upon review, the private shuttle service was cancelled for a
full refund of $84.23 on March 20, 2020. As for the hotel portion of the booking, due to its nonrefundable
policy we had to contact the hotel to request authorization of a refund. Expedia
made multiple attempts to contact the property via email and phone, but wasn’t
able to reach anyone. On June 26, 2020, the
hotel responded to one of our emails and agreed to waive the nonrefundable penalty.
On June 30, 2020, with the hotel’s authorization, we issued a full refund of $774.28
back to the customer’s original form of payment. It may take up to two billing
cycles for the refund to process, depending on Ms.’s financial
institution.Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have to cancel my hotel reservations because of covid 19 so I called expedia and explored their website 3/12/2020 so I can cancel it but I was not able to get ahold of anyone over the phone, and website at that time was problematic and does not allow me to cancel, I believe because of the sheer volume of callers and customers trying to get to them at that point. so what I did was called the hotel itself and cancelled my reservations. now the problem is expedia refused to credit back the rewards points used for the said reservation because they said I wasnt able to cancel it. How am I gonna cancel when no one answers the phone and website is not working at that time and even days after because I tried multiple times believe me. pls help me get them to credit back the rewards points that they took for the reservations that was never provided. thanks much.
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation for the *** Farmington on March 09, 2020 for check-in March 14 and check out March 15, 2020. At the time of booking the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted June 8, 2020 in regards to obtaining a full refund of the reservation due to a lockdown. Customer care did advise that we are unable to issue any credits or refunds without permission of the property since the reservation was not canceled before the date of check-in. Our records indicate a full refund was issued on July 01, 2020. However, the customer had filed a dispute with their financial institution which caused the refund to fail. Conclusion/Resolution:We are sorry for any frustration on the customer's part regarding the reservation.Reward points totaling 3,422 were added back to the account on June 1, 2020. After review of the customer's booking with our payments team, we were able to confirm that the customer didn't receive a refund through the dispute process. Unfortunately, we were unable to reissue the refund as the card on file is expired. In order to issue the customer's refund, we must collect the card details once more. The customer should reach out to our customer care team via phone and they will assist in getting the refund reissued. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Hotels.com Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
thank you for helping me, I appreciate it so much, it looks like my actual hotel expense has been refunded, and I received the rewards points back. there are things they never admitted to like their website crashing when the lockdown happened, and unavailability of customer service by phone 2/2 long line of customers waiting to be attended to (as my phone records would show multiple attempts prior to deadline of cancellation) but I got what was owed to me so thank you so much.
Sincerely
I booked a hotel using Expedia for June 8th. The morning of June 8th, I started an online chat with a Chris in customer service explaining that I may cancel the reservation if the room is refundable. He instructed me that the reservation was refundable. I made him confirm that several times in the chat. I went ahead and cancelled the reservation. The next day, june 9, I get charged the full amount of the reservation. I then proceeded to chat with another customer service rep and they told me the hotel has a 48 hour cancellation policy and there was nothing they could do for me. If Expedia would have told me this when I asked about the cancellation policy, I would have kept the reservation and proceeded to drive the 3 hours that afternoon and use the hotel. I have taken pictures of the chat so I have all this in writing. If I book through Expedia then I expect Expedia to know their policies and honor what they tell me they would do.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on June 7th, 2020 via Expedia mobile site for arrival on June 8th, 2020 and departure on June 9th, 2020.On June 8th, the customer contacted Customer Care to inquire about cancellation of their booking. Customer Care let the customer know they would need to cancel before 3 pm check in time. Customer asked them to cancel the reservation and the hotel still charged the customer.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $73.78 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a package vacation under Itinerary #*** for a vacation for April 18, 2020 thru April 25, 2020 going to San Diego California.
the trip was cancelled due to Covid-19. I received the hotel monies back to my credit card but the flight credit was issued a credit with expedia. I called on June 4, 2020 to apply my airline credit to a new vacation which was Aug 9, 2020 thru Aug 16, 2020. and was told I would get a confirmation which I did via email... Two days letter received an email that my flight was cancelled. I checked the airlines website and the flights were both available... I contacted Exepdia and they told me there was an error that they did not ticket the flight and that is why the flights were cancelled (i waited two hours on the phone to hear they amde mistake) I then rescheduled the same flight with them on June 9, 2020 .. when I checked the next day it was still not ticketed. I proceeded to call the airline and they told me if Expedia does not ticket this flight (pay for it) it will be cancelled again. I again called Expedia to wait 1/2 hours again.... and explained I needed them to ticket this flight otherwise it would be cancelled again and they hung up on me.....I feel they are trying not to give me back my money
Just to mention the flight on Expedia was $217.00 per person and they were charging me $346.20 per person.. so that is a difference of $120.00 per person ... and I had a credit balance of $78.00 which they told me I had to lose....so I would lose $120.00 plus $120.00 plus $78.00 which is half of my entire credit of $778.00... In return now I have to pay out of pocket for my airfare because I was unable to book my vacation.
There is no reason why I need to follow up on Expedia every day just to make sure the flight was booked and good thing I did because I would of thought I was set for this vacation and meanwhile I didnt have a flight for me and my husband.
At this point I have paid for my flight so the credit will no longer help me.
July 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for the flight.
Our records indicate that on January 1, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s website, under itinerary ***. The booking included a roundtrip fare with *** Airlines from New York, NY to San Diego, CA, departing on 18 April 2020 and returning on 25 April 2020. A nonrefundable Standard Room, 2 queen beds, Partial Ocean View, Non Smoking, at *** Hotel, San Diego, CA, for April 18-April 25 2020.
Upon review, on March 21, 2020, the customer self-cancelled the package for a refund of the hotel portion and a credit for the flight portion.
Upon further review, on June 4, 2020 the customer called Expedia to use the credit for the flight.
On June 9, 2020, the customer called Expedia after receiving an email confirming the cancellation of the flight.
On June 10, 2020, the customer called Expedia to confirm the flight and asked for the ticket numbers. Expedia sent an email advising the ticketing is in progress.
On June 12, 2020, Expedia sent another email advising the tickets have been reissued and provided the ticket numbers
On June 12, 2020 – The customer contacted Expedia after being advised the airline cancelled the tickets because they were not reissued on time
Please be advised that we have fully refunded Ms. *** the amount of $776.80 paid for the roundtrip fare with *** Airlines.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Victor ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Failure to refund the airline ticket.
August 4, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a refund of his flight due to the COVID-19.
Our records indicate that on January 13, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** from San Francisco, CA, United States to Ulan,
Bator on September 12, 2020 with added Travel Protection Package Protection Plan.
When researching this matter we were able to determine that *** approved a full refund on June 12, 2020, for the amount of $1,111.75 USD. The
time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,Dez ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
TERRIBLE!!!!! I Booked yesterday, and wanted to upgrade to a 3 bedroom condo and pay difference and y'all cancelled me and penalized me a one night stay. I NEVER CANCELLED!
We have been attempting to receive credit for flight restrictions during COVID epidemic. The only way to do this is by telephone however, no one answers their phones. Consumers should not have to be on hold for over 2 hours to receive service. We called 3 days in a row at various times of the day in order to speak with someone. After the 3rd day some one finally answered however we were again repeatedly put on hold for hours in attempt to redeem the airline credit and still did not receive the credit.
August 4, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting to receive a flight credit and compensation for the extensive period of time trying to get the issue resolved.
Our records indicate that on February 23, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Milwaukee, WI, to Billings, MT on July 7, 2020 and
returning on July 15, 2020 with added Travel Protection Cancellation Plan.
We would like to inform we verified with *** Airlines in regards to Mrs.’s request and has already been resolved on June 10, 2020. According
to ***, the tickets were reissued for a flight on July 7, 2020; going to Billings, MT. We regret to hear of the inconveniences experienced when attempting
to contact us. We have recently experienced longer than normal hold times due to the pandemic virus which impacted a large number of travelers. While we
understand that a long hold time can be frustrating, Regrettably, we cannot provide compensation as we assure you that Expedia always works hard to
answer every call and assist our customers to the best of our ability.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
11/20/2019 purchased trip to Edinburgh, Scotland through Expedia. Purchase included *** provided Travel Protection Plan insurance. In March 2020 governments of the world cancelled international travel due to COVID19. Contacted Expedia seeking refund due to flight cancellation, making the balance of the trip purchased unusable. Expedia very efficiently worked with the Partners involved in the itinerary seeking and receiving refund of all elements of the itinerary with the exception of the Travel Protection Plan. They initially directed me to *** Travel Guard to seek a refund for the Travel Protection Plan, which I did on 4/27/20 for travel which was to commence on 4/30/20 before flight cancellation leading to entire itinerary cancellation. *** responded back on 5/27/20 directing me back Expedia to request refund. Expedia has repeatedly refused to refund claiming 15 day from purchase refund request requirement. Their was no exercise of the policy, no insurance risk to Expedia, no insurance risk to ***. This represents an abuse of a very unfortunate world event, and abuse of persons in a very economically difficult time. Not a wise decision by either *** or Expedia, and certainly one that has the potential to lead to a class action lawsuit if not proactively addressed.
July 25, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would like a refund for the Flight Protection
Plan.
Our records indicate on November 20, 2019, Mr. or an authorized user of the Expedia account,
self-booked two round trip flight on *** Airlines departing on April 30, 2020
from Atlanta, GA, USA to Edinburgh, Scotland, UK and returning on May 13, 2020,
with a three night stay at ***, 12 day car rental with ***, along with the Flight Protection Plan via ***.We can confirm on March 24, 2020, Expedia cancelled the rental car and issued a refund
of $489.50 to the original card charged.On April 20,
2020, the customer called and was requesting a refund since he received an
email from Expedia about the flights being cancelled. He is not interested in a credit and no other
alternate flights are acceptable.Expedia
contacted the hotel on April 27, 2020, the hotel authorized
Expedia to issue a refund for the three night reservation. A refund for $435.37
was issued to the original card that was charged.On May 17, 2020, the customer called and stated he received a refund for the car, the flight
and the hotel but he wanted a refund for the protection. Our representative advised the protection has
to be cancelled within 15 days after purchase in order to receive a
refund. After further
review on July 25, 2020, Expedia confirms the refunds were issued
as the customer advised he had received them. The Flight Protection Plan is non-refundable, it was added to the reservation
when the reservation was created on November 20, 2019. The Flight Protection Plan needed to be
cancelled before the 15 days period expired in order to receive a refund.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I view their response to be completely tone deaf. Businesses that do right by their customers thrive. Those that don’t do right by their customers don’t survive. I believe it to be completely immoral and unethical to keep one cent of my hard earned dollar based upon some legal mumbo jumbo that completely ignores the circumstances of COVID19. At a minimum, Expedia has lost a customer. More likely, I will be one of many handing this over to lawyers in pursuit of a Class Action lawsuit. Either way Expedia and *** lose, only the lawyers win. Shame on you Expedia, and *** for that matter, for simply not doing the right thing under the circumstances.
Sincerely
This company will not issue my partial refund after the flights are cancelled. They automatically issued a credit without confirming with me. They hung up on me 4 times and they’ve been giving me the run around for four hours now. Worst customer service I’ve ever experienced.
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a full
refund for $219.05.
Our records indicate on February 19, 2020, Ms. or an authorized
user of the Expedia account, self-booked two combined one way flights the
departure was on *** Airlines departing April
30, 2020 from Washington, DC, United States to Nassau, Bahamas and returning on *** Airline on May 3, 2020 along with the Flight Protection Plan via ***.We can confirm on June 9, 2020, the
customer cancelled the flight reservation via an online electronic cancellation
form and wants a refund instead of the airline
credit. Our representative advised the
customer of the airline policy and advised since she has protection, she could
file a claim with Travelguard and the claim would be subject to approval . The customer was given the number to contact
Travelguard and she requested a Supervisor. The Supervisor called the customer ack and the customer could not hear
her, she returned the call and the call went unanswered. The customer called back to check if the refund option was available since she is was not
ok with the credit option. Our
representative advised the six hour schedule change with *** made the *** flight eligible for a refund. The
*** Airlines flight was suspended and the representative suggested that
the customer contact *** Airlines directly.
On July 25, 2020, Expedia confirmed the *** Airline record is showing in refund status
as of June 9, 2020. *** Airline will
process the refund ($183.50) to the original card charged. The *** Airlines record is in a
suspended status. Expedia contacted *** Airline’s and they advised Expedia
needs to call their Electronic Support Desk on Monday July 27, 2020.
After further review on July 27, 2020, Expedia contacted
*** Airlines and they advised they received a chargeback for the ticket
and says funds have gone back to the financial institution. *** Airlines advised if the customer
wants another reservation, they will need to create a new reservation, they
will not authorize a refund due to the chargeback.
Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased a flight protection plan when I booked my flights on Expedia in March, knowing they might be canceled. I have gotten word from Expedia that the flights were canceled, so I contacted the airlines to inquire and was given a credit for rebooking the flight in the future. Expedia keeps emailing me telling me they are working on a refund, which I don't want at this point (since I am planning to rebook the flight using the credit). I also want to talk to them about getting my money back for the Flight Protection plan (which I was told I had to do from the Insurance company), which I think should be refunded or credited towards my next flight, since the flights were canceled and couldn't be rebooked at this time. But I have been trying for 5 days now to contact them to discuss this and either get put on hold (if I call) for over 2 hours, in one case, or if I try the online chat it keeps telling me it's busy and to try later. I finally seemed to get through on the chat only to have my call dropped when I literally didn't respond to a Q in less than 5 seconds, and then when I tried again it kept changing my wait times from 8 minutes, to 24, to 28 before dropping me altogether. This is unreasonable and infuriating, especially if the time for me to do something with this policy is limited
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a full refund for the Flight Protection Plan.
Our records indicate on March 15, 2020, Ms. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on July 2, 2020 from Calgary,
AB, Canada to Pensacola, FL and returning on July 14, 2020 along with the Flight Protection Plan via ***.We can confirm on June 6, 2020, the customer
cancelled the flight reservation via an online electronic cancellation
form. *** Airline record shows the
ticket is being processed for $654.06 to VISA card ending ***. Expedia emailed the email address on file
advising a refund of $654.06 was being issued to the original form of payment.
After further
review on July 24, 2020, Expedia was able to verify there are
no notes or documentation on the Expedia account in regard to the cancelled
reservation. Expedia confirms the United
Airline record was cancelled by the customer via online electronic cancellation
form. Expedia confirms the refund was issued
to the original form of payment and we sent an email advising the refund had
been issued. The Flight Protection Plan could
not be cancelled after being on the account for 10 days. The Flight Protection
Plan is handled through Travelguard/AIG; the customer would have needed to
cancel prior to it being on the reservation for 10 days or would have needed to
file a claim with the provider. The
insurance is not refundable after its been on the account for 10 days. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
I am not disputing that I was able to cancel the reservation and was refunded my ticket price. What I was unhappy about was that I had to do that myself, with the airline, as they noted, because I tried for days (5 days in a row, to be exact) to contact Expedia to find out about the ticket and getting it canceled and also to see if I could use or get money back on the insurance, but I was unable to get through, either by phone or on their chat-bot. I understand the terms of the contract for the insurance not being able to be canceled since 15 days had passed, but I felt that should have been made more explicit when I bought the insurance, or waived due to the circumstances, especially since the trip was canceled through no fault of my own, and well past the time I could have used or canceled the insurance (I was partly trying to contact Expedia to find out what should happen with the ticket and insurance, but since I couldn't reach them, I kept waiting (as their recorded message kept telling me to do) until closer to my flight dates, to be sure the flight actually would be canceled)...hence I had no recourse with the insurance at all. I actually called the insurance company when it became clear to me I probably wasn't going to be able to fly, to see about canceling my policy, but they said I had to go through Expedia, which as I've said before was impossible at that time. I think that Expedia should refund me the insurance cost due to my not being able to reach them in a timely manner, and out of "goodwill", since I have used this site for many years as a loyal customer, but rest assured I no longer will.
Sincerely
I have 2 separate travel bookings through Expedia. And due to Covid-19, Airlines cancelled the bookings. But Expedia refuses to give us refund. Infact they have outrightly lied about the bookings.
Booking 1:
Travel dates Jun 22, 2020 - Aug 23, 2020
June 22 - Nassau - Miami - London - Delhi
Aug 23 - Delhi - London - Miami - Nassau
Itinerary # *** Confirmation *** (***)
Confirmation *** (*** Airways)
*** will not open airlines till July 1. And India will not open till July also. So *** Airways supposedly cancelled our flights. But Expedia never informed us about the same. It was on my calling Expedia that they confirmed that *** Airways cancelled the London to Delhi leg. Also *** Air cannot operate the Nassau to Miami leg. So given this situation,we asked Expedia to cancel our booking. But to my horror, Expedia representative suggested that since Miami to London flights still run they cannot cancel. Are you kidding me? Really? I booked the ticket so that I could fly with my family from Nassau to Delhi. Since any part of the trip cannot be completed, the booking needs to be cancelled.
I requested Expedia to give me full refund but they have not responded to refund our money back. In fact we called but both *** Airways and *** Air and both said they would have refunded our tickets if we booked through them directly.
I made a very big mistake booking through Expedia. I have been using them for over 15 years now. But never again. They are robbers. I will not let them of the hook. I am going to explore reporting them to the Department of Transportation and also look to file litigation. Can some send me contacts of good lawyers in Miami and NY who could handle this case? Also do you have email contacts at DoT?
Booking 2:
Itinerary # ***
Check-in Wed, Apr 15
Check-out Sun, Apr 19
Itinerary # ***
Confirmation *** (***)
Thu, Apr 9 - Mon, Apr 20
Again, thus trip was cancelled as *** and US and *** and Canada airports shut down due to the heights of the Covid 19 during this time. We had no way to go even if we wanted to. But Expedia, did not give us refund back either on *** ticket nor on Hotel reservation. In fact we called the hotel and they said they would refund the money back to us. I received an email from Expedia saying that they contacted the hotel and the hotel refuses to give refund back. I reached out to the hotel again, and they confirmed (from a senior officer at fairmont) that Expedia never reached out to them and they will be happy to refund the money. So Expedia is outrightly LYING. I have email proofs of the same. They are playing with ***s citizen's hard earned money. Everyone else has been very gracious is resolving and refunding our travel plans. But not Expedia.
They are crooks. I reached out to their CEO and customer service seniors and even their Board of Directors. But not one of them cared to reply.
Can some one please advise how I can take Expedia to a public litigation? They need to be held accountable and brought to the notice of White House for the kind of business practice they have amidst a pandemic. I am sure they have taken money from the Treasury, Fed and White House but will not help customers out.
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a multiple reservations.Our records show on January 4, 2020 Mr. an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Miami, FL USA to Nassau, *** departing on August 23, 2020, for a total of $11,436.00.Our records indicate on February 17, 2020, Mr. an authorized Expedia account user self-booked a hotel stay on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, AB for a check in on April 15, 2020, and a check out on April 19, 2020, for a total of $1613.60. Our records show on February 16, 2020, Mr. an authorized Expedia account user self-booked a flight reservation with Expedia’s under itinerary ***. Travel was with *** and *** Airlines, traveling from Nassau, *** to Calgary, AB departing on April 9, 2020 and returning on April 20, 2020, for a total of $2101.08.On June 10, 2020, Mr. contacted Expedia to cancel the flight reservation booked under ***. The flight was deemed eligible for a full refund per *** Airways policy. Therefore, Expedia processed $11,408, back to the customers original form of payment. Based on the merchant of record *** Airways (the institution that charged the customer’s credit card). It could take up to 8 weeks depending upon Mr. financial institution for the refund to post.On May 30, 2020, Mr. contacted Expedia to request a full refund for the Hotel reservation under ***. The hotel did not have a policy in place to override their (non-refundable) rules. Therefore, we discussed Mr. decision in canceling his hotel stay and the acceptance of the hotel voucher listed below:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($1613.60) represents the total amount of your cancelled lodging booking you previously made on Expedia.Here are a few things to know:- You need to use the coupon and start your stay within 12 months of the date it was issued.- The coupon must be used towards booking a stay at ***.- If you don’t use the total amount of your coupon in one transaction, don’t worry, you’ll still be able to use the remaining amount on your next booking at the same property.- When you’re ready to use your coupon, simply sign in to your Expedia account when checking out and select the coupon from your account when you pay.Please review other terms and conditions specific to this coupon.We know COVID-19 has had widespread impacts on the lives of people worldwide and that travel has taken a backseat as we all work to stay healthy and safe. We’re hopeful that when the time is right, you’ll be able to take the trip you had planned.Sincerely,The Expedia Travel TeamBetween May 30, 2020 to June 8, 2020, under itinerary ***, Expedia obtained the hotel’s authorization to submit a refund back to Mr. original form of payment. However, Mr. accepted the Hotel Voucher back on May 23, 2020. Which halted a refund, due to the Voucher being issued, therefore, a request for a voucher deactivation was required. At Expedia, we do follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Expedia is a third-party intermediary, and we are subject to *** decisions of whose services we sell. We act only as an agent for their product and we do not have the authority to override or to change their procedures. Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. Upon review, on July 24, 2020, due to Mr. Expedia account history related to the itinerary ***. The voucher valued at $1,613.60, was deactivated and a full refund was processed back to the customers original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. The (COVID-19) flexibility policies for itinerary ***, are publicly visible on both Airlines websites strictly stating ***’s penalty fees will be waived until, December 31, 2021. However, the flex policy for *** penalty fees will be waived until, February 15, 2020. In addition, *** and *** Airlines are the merchants of record (the companies that charged Mr. credit card). Furthermore, Mr. cancelled/accepted two Future Travel Credits of $1,218.95, for *** and $870.90, for *** Airlines.
See the exact cancellation policies, that were provided to Mr. prior to him agreeing to book the flight reservation:***’s cancellation policy : Tickets are nonrefundable*** Airlines cancellation policy: Tickets are nonrefundableMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On July 24, 2020, Expedia contacted both *** and *** Airlines to request a full refund on behalf of Mr. Manwatkar. Regrettably, based on the Airlines cancellation policies a refund from either Airline was declined and only future travel credits was offered. Due to the information provided above Expedia is unable to issue a refund on itinerary ***. When Mr. following the flex policies and is ready to use his airfare credits he may contact Expedia at (877) 227-7481.Sincerely,Melanie ***Corporate Correspondence Team
Today June 9, 2020 I have been on hold for almost 3 hours at the time of doing this complaint. The first time when someone transferred me after an hour the person picked up then hung up. Now on hold again, the guy said 10 minutes...its been over an hour. I am trying to use a flight credit to go see my parents. This is ridiculous. Why can't the the 1st person (customer service rep) make the change without transferring me. FIX IT! They lost me as a customer.
July 24, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on March 9, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia's website under itinerary *** . Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on May 8, 2020 and returning on May 11, 2020, for a total of $221.40. We understand Ms. is seeking a refund for each flight reservation, based on the airline initiated schedule changes.
Between May 5, 2020 to June 9, 2020, Mrs. contacted Expedia to cancel her flight reservation due to (COVID-19) travel disruptions. Therefore, a future travel credit with *** Airlines was issued for a total of $221.40. In addition, Mrs. was made aware of the travel credits expiration date of prior to, December 31, 2021. It appears that Mrs. called back to use the future travel credit with *** Airlines, we followed these trip details below,
Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on June 18, 2020 and returning on June 21, 2020, for (no additional charge beyond) the total of $221.40. We can confirm that the ticket was issued on June 11, 2020. Additionally, *** Airlines is the merchant of record (the entity that charged Mrs. credit card) on this itinerary. Expedia is are required to handle the volume of calls in the order they are received. Furthermore, *** Airlines has certain ticket terms that require specific processes in order for the tickets to be issued. Although, we are working as quickly as possible to provide services to our customers these are unprecedented times that has caused longer than normal hold times.
Moreover, Mrs. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Due to the information provided above Expedia is unable to honor Mrs. request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Melanie ***Corporate Correspondence Team
I had bought tickets for a trip in May to Vegas and my flight was rescheduled to over a day due to canceled flights. I received an email from *** giving me the option to accept or deny. I waited a few days before responding to see what the status on traveling would be and when it was confirmed that Vegas would not have many businesses open, I called to request a refund and it was denied. I called Expedia and they said I would have to dispute with *** Airlines. I called *** and they gave me the runaround saying I can only get a credit and when I told them I did not accept the changes, they still failed to give me my refund and hung up on me. Mind you one of the family members who booked separately received the same message and had no issues receiving her refund. The the DoT Enforcement Notice also says all passengers are “to be refunded promptly” due to covid-19.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for the reservation.
Our records indicate on February 8, 2020, Ms. *** or an authorized user of the Expedia account,
self-booked two combined one way flights the departure flight was on ***
Airlines departing on May 21, 2020, from Milwaukee, WI to Las
Vegas, NV and returning on May 24, 2020, ***
Airlines with a three day Dollar rental car, along with the Collision
Damage Plan via ***.We can confirm on February 18, 2020, the
customer called in and canceled the car rental and Collision
Damage Plan. A refund was issued for the
$120.26 for the car rental and $40.00 for the Collision Damage Plan. Expedia
emailed a refund receipt.On July 23, 2020, Expedia
submitted a refund ($274.42) request via the electronic airline system to
*** Airline for cancelled *** Airlines reservation.After further review on July 24, 2020, Expedia was able to verify the refund request that was
submitted via the electronic system for the *** Airlines record on July 23,
2020. *** Airlines will process the refund
to the customer’s original card charged. The customer may want to check with *** Airlines for their refund
timeline. Per *** Airline their
fare rule states that cancellations are not allowed. Expedia contacted ***
Airlines to verify their policy. *** Airlines advised they have processed a refund for the flight
reservations to Mastercard ending *** for $456.80 and also issued a refund to
a VISA card for $ 72.00 for baggage on April 21, 2020. Expedia confirmed the car reservation and
Collision Damage Plan were cancelled and refunded on February 18, 2020.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** and *** Airlines were the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In addition,
at the time of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of
Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This complaint is not in regards to ***’s purchase as she received her refund but I, *** have not received my refund. Please review again.
Sincerely
Complaint: ***
I am rejecting this response because:
I don’t think you guys are understanding this correctly. *** refunded me but *** never did. They sent an email when they changed my flights to see if I would accept or reject. I did neither and called them but they said they would not refund me and only give me credit. I have received ***’s refund already.
Sincerely
August 9, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did
not accept our response.
We are again responding to Ms. complaint regarding a refund. We understand that Ms. is requesting a refund for the ***
Airline flights. Expedia contacted *** Airlines and
they advised that the customer called them on May 8, 2020 and requested
to cancel and were looking for a refund. *** Airlines stated they advised
the customer they would deduct $79 per ticket for the voluntary cancellation fee
for the non-refundable. *** Airlines stated they advised the customer the
remaining amount would be issued as an airline credit that was valid for 90
days. *** Airlines advised they sent
the customer an email with the same details. They advised as of August 8, 2020 credit is no longer valid.
Based on the
above we are not able to honor the refund request. If the customer has any other question
related to the credit *** Airlines issued, they should contact ***
directly. Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
In August 2019, I booked and paid tickets, through Expedia, to fly to Portugal on Jun-26-20 and back to US on Jul-14-20. As I was recently informed those flights had been canceled, I contacted Expedia on Jun-08-20 and requested the exchanged of the inbound flight (Lisbon to Miami), in Executive class, to Jul-27-20. After the exchange was completed, I received an email from Expedia confirming it. During the exchange process I asked several times if there would be any cost to process it, keeping the same class of service (executive) and was repeatedly informed there would NOT. In fact, I even checked with the carrier (***) and the price was the same I had payed, back in August 2019. After the exchange done and confirmed with Expedia, I also confirmed with the carrier my new date and flight, was OK.
At my surprise, the following day (Jun-09-20), when I tried to book the seats with the carrier (as I travel with my 9 years old son), the reservation had disappeared and later on my Expedia account it showed as "canceled". Since then, I spent in excess of 6 hours calling and trying to have the situation resolved/corrected with Expedia, without success. After the successive go-around from associate to associate, I end up with some corporate associate called Sara (supposedly a supervisor), who with a very rude and disrespectful manner told me she did not know when the situation/cancelation could be repaired/remediated... She also told me, just before hang up the phone that satisfying legitimate customer claims was not her job (sic).
July 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers for travel from Miami,
FL, United States to Lisbon, Portugal, departing on June 26, 2020, and return
on July 14, 2020.The
customer changed the one way return ticket on June 10, 2020, for travel from
July 14, 2020 to July 27, 2020. The cost to make the change was $448.84 and a
credit card was provided to complete the exchange. The additional cost was
added on to the value of the tickets.The other
flights were canceled to be held for credit.On June
24, 2020 the flight record with the active exchanged tickets were canceled. We
emailed the customer a confirmation of the second cancelation. A refund was not
available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Dear Revdex.com:
Our complaint about Expedia involves their refusal to honor their commitment for a refund and for flights we cancelled and for coercing us to take a flight credit with unacceptable time restrictions.
On 2/26/2020, in light of the developing spread of COVID-19, we cancelled our international flights for our family. We were told that we would receive a refund of just over $2300 from the $4600 we paid when we booked the flight in April, 2019. We were told that our AMEX card would be credited after the next billing cycle. We called Expedia yesterday, 6/8/2020, to find out why they had failed to refund our money. The first representative was able to find the record of our original phone conversation in February when we cancelled the flight. We were then transferred to another rep, who also confirmed the situation.
Finally we were transferred to a supervisor from Expedia Corporate CC, who explained to us that instead of a refund, we would receive a credit for the full amount of the flight, but that we would have to fly by 3/31/2021. We told him that this was not acceptable because we have no intention of flying anywhere until we have been vaccinated for COVID-19, hopefully sometime in 2021. He told us that airlines were being flexible and the international airline would likely accommodate our desire for an extension. He also told us that there was nothing more that he could do for us and that our only choice would be to contact the international airline and ask for an extension. We asked him to confirm the commitment that Expedia had originally made for a refund, but he said that he did not have access to that information. Either the record had been erased or he was not truthful with us, because the reps earlier had confirmed it.
We placed the international call this morning and found out that there was nothing they could do because the itinerary had been cancelled/erased by Expedia. The airline rep also told us that if we were to use the flight credit, we would have to book the flights with Expedia. We were told by Expedia that they could no longer help us. Where do we go from here?
At this point, Expedia has refused to refund the money they promised us in February. Now, they have replaced it with a flight credit that is of no use to us because of time restrictions. Although the supervisor assured us that the airline would accommodate our request for a time extension, we have no guarantee that they would do so. Not only that, Expedia may be erasing records. It’s clear to us that Expedia has not been operating in good faith and is trying to keep the money that they promised to refund.
We would appreciate your help in obtaining the refund we were originally promised. Thank you very much.
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.On April
13, 2019, the customer purchased three tickets with *** for
travel to Maceio, Brazil, on February 28, 2020, with a return on March 6, 2020.Our
records show that the airline had a major schedule change and we reached out to
the customer as new flights had to be selected. The customer requested a refund
and the airline denied a refund based on being able to provide another flight.
Regardless, the customer was able to get a refund of the tickets with a penalty
of 60% based on the fare rules of the airfare selected at purchase.The
refund has not been processed yet. We regret any inconvenience. However, we need
the customer to contact us regarding the refund request via phone because the
refund is not going through. The customer will need to have the details of
their credit card ending *** available when calling. Please reference the E
case number above on contact.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
We just spent 3 hours on the phone with Expedia and the situation is just as it was in February. We were told today that we would receive our refund in 2 billing cycles. This is the same commitment we got in February. We do acknowledge that Expedia has just processed our refund request, but it is now in the hands of the airline for it to be completed. Expedia said that the airline may not agree to the details of the refund and may kick it back. There has been no progress on this matter for 5 months, including a 6 week delay since we contacted you. This situation will not be resolved until we receive our refund.
Sincerely,
*** And
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the additional comments.
We are responding to the consumer complaint number ***.As previously advised, we need the customer to contact us
regarding the refund request via phone because the refund is not going through.
The customer will need to have the details of their credit card ending *** available when calling. Please reference *** We regret any inconvenience. It is important to call so
that the refund can be processed within the validity of the tickets. We offer
customer service 24 hours per day and off peak hours have less hold time.
Please call 1-800-EXPEDIA or 1-404-728-8787.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***I am rejecting this response because:Things are looking more encouraging after a productive, but very long phone conversation with Expedia and after an earlier email confirming a portion of our refund. As things stand, we are expecting a portion of our refund within a month and another, larger portion within 2 months. We commend Expedia for their effort to straighten out this problem, but we cannot say that this is resolved until we receive our full refund.Sincerely
My flight on *** Airlines was cancelled, but I booked it through Expedia. Expedia cancelled the trip and it no longer shows as eligible for the voucher, so *** Airlines can't issue a voucher or refund. But I can't reach an Expedia agent via online chat, phone, or email despite over 45 attempts in the last 39 days. At this point, I don't know how to get through to their business to notify them of the issue and the timeframe to receive the voucher from *** Airlines is closing - which means I will lose all the money I paid for this trip that Expedia owes me.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like a full refund
for his reservation.
Our records indicate on November 26, 2020, Ms. or an authorized
user of the Expedia account, self-booked a round trip flight on *** Airways departing on May 1, 2020, from Boston, MA, USA to Nairobi,
*** and returning on May 9, 2020 via ***.We can confirm
on May 9, 2020, the customer contacted our Social Media Team and
requested an email about her flight credit. The customer cancelled her flight online and
the airline record shows the airline has taken over control.On May 11, 2020, the customer would like to request a refund and as per escalating agent no
policy in eureka but as per checking *** Airways policy states refund will
only be possible via EMD. This can be utilized within 12 months from date of
issue." "No Cash Refunds allowed." The representative was unable to open the
status of the ticket. Customer was sent
an email advising we have sent an email to the airline. Numerous email
communication to the customer. Eventually advising the customer to contact
*** Airways since we could not retrieve the ticket information. The customer advised *** Airways referred
her back to Expedia and to *** Airlines and she wants Expedia to further
investigate.From May 9, 2020 through June 10, 2020, there have been numerous email communications between Expedia and the customer and Expedia
and *** Airways. The customer inquired
on receiving a voucher and Expedia eventually referred the customer to contact
the *** Airways. The customer advised
she would not contact them again and it should be our responsibilityAfter further review on July 24, 2020, per
*** Airways policy the flight credit is applicable. As a courtesy Expedia contacted *** Airways
and they advised they could not retrieve the ticket information and suggested
we contacted *** Airlines. As a
courtesy Expedia submitted an email to *** Airways inquiring on their actual
policy, since the information given on over the telephone was incorrect. *** Airways email automation replied with incident
number 200723-000396. Expedia must wait
for an official reply back from *** Airways and once we receive, we shall
advise the customer of their *** Airways policy.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airways was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. Klingensmith
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had a flight booked through Expedia. I had to cancel my flight as state orders mandated only essential travel be permitted.
I was told I would receive a refund initially. Later Expedia sent me an email saying I was receiving a credit that could only be used with the same airline (*** Airlines) and must be used within a year. There were no additional stipulations.
Once restrictions had been lifted, I attempted to book a new flight, however the first time I contacted the representative hung up on me and I was unable to contact anybody again. I sat on hold for 6 hours before hanging up. I called back the next business day and sat on hold for another 16 hours without any representative answering.
On the third day, I called and got a representative immediately, however they said they would need to transfer me to somebody who could use my credit to book a flight. The second rep I spoke to said that the credits could only be used on certain flights which *** Airlines had said were specifically for "rebooked" flights. These rebooked flights were considerably more expensive than the "new" flights that were available on Expedia's website for the same day, destination, seat class, and number of stops. The rep then said that he could not issue an actual refund since I had been the one to initiate the flight cancel (despite being told initially that I would receive a refund). The rep then said he would attempt to get me a refund and allow me to book a new flight, however I have now been on hold waiting for the rep to come back for an additional 7 hours without a response or checking to make sure I was still on the line.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a full refund for his reservations.
Our records indicate on March 13, 2020, Mr. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on March 27, 2020,
from Dayton, OH to Dallas,
TX and returning on March 29, 2020 along with a two night stay at *** Hotel Southlake DFW North via ***.We can confirm
on March 24, 2020, the customer cancelled the reservation online
via electronic web form. Expedia emailed
the email address on file a cancellation email advising of the future travel credits
for the flights and an email advised of the refund of $170.53 for the hotel
cancellation.On June 9, 2020, the customer called in and wanted to apply credit from DAY to
ORF. Our representative advised that
there was no change fee but any fare difference would be his responsibility. No
changes were made to the record. The customer
contacted our Social Media Team and advised he would like a refund. The representative advised he was not eligible
for a refund but has a future travel credit. Our representative advised he may want to try requesting a refund using
*** Airline website.After further review on July 24, 2020, Expedia verified the *** Airline policy since the customer
cancelled his reservation via online electronic form. The cancellation created a future travel
credit for each of the tickets in the amount of $238.80. The customer’s cancellation cancelled the
hotel reservation and a refund was issued for $170.53. Expedia emailed the
customer email address advising of the future travel credits and the hotel refund. The customer can contact our Customer Service
Department at 877-227-7481 to exchange his
flight reservations. *** Airline
policy waives the exchange fee, any increase in fare would be the
responsibility of the customerPlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. Lambes
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
when attempting to use the credits to reschedule the flight I was told they do not apply to all flights from *** Airlines. The representative I spoke to would only list what they called "carry over" flights which were substantially more expensive than other flights leaving the same day, following the same path, from the same airline.
It was recommended that I cancel my flight by a representative prior to the electronic cancelation due to travel restrictions of my state. If I had not cancelled my own flight, I still could not fly regardless of whether *** Airlines cancelled.
Sincerely
I purchased a travel package through the Expedia.com website for Travel between March 28th - April 2nd from Boston to Barbados. My destination country of Barbados issued an automatic quarantine of 14 days for incoming travelers. Since this was much longer than my scheduled trip, I needed to cancel my reservation through Expedia. I did so and was informed of no refund. I attempted to dispute this through my credit card company *** who rejected my dispute. I do not think I should get charged for a service that I can't use even if I wanted to. I would have had to fly to Barbados and be quarantined for longer than my scheduled trip. I contacted Expedia and was informed that there are no refunds for the hotel stay whatsoever because my room was a 'no refund' room. I am not paying for a service that I can't use even if I wanted to.
July 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a refund. We understand the Ms. would
like a refund and not a travel credit.
Our records indicate on March 9, 2020, Ms. or an authorized user of the Expedia account, self-booked
two combined one way flights, the outbound flight was on *** Airways departing
on March 28, 2020 from Boston, MA to Bridgetown, Barbados and returning on ***
Airlines on April 2, 2020 along with a five night stay at *** Barbados -
All Inclusive and the Package Protection Plan via ***.After further review on July 23, 2020, Expedia contacted the hotel and they advised to send them an email about the refund
request. Expedia sent the hotel the
requested email. There are no
notes or documentation on the Expedia account regarding cancelling the
reservation. Expedia verified the customer
cancelled the reservation via electronic web form cancellation on March 25,
2020. Expedia emailed the email address
on file the cancellation emails. The
hotel email advised the reservation was cancelled without a refund. The cancellation emails for the flights advised
the flight reservations were cancelled with future flight credits. The protection was cancelled and a refund was
issue for $298.00 on March 17, 2020 . As
a courtesy Expedia emailed the hotel and must wait for a response to see if
they will authorize a refund or compensate the cancelled hotel
reservation. The customer needs to
contact our Customer Service Department at 877-227-7481 to exchange the flight
tickets and use the future flight credits.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and ***
Airlines were the operating carriers and merchants of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the credit request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di F Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I am seeking a refund for services not rendered. I paid for a service I didn't receive and couldn't use anyways. I am not backing down on this. You will refund my money otherwise, I will drag this out as long as possible both in social media and in the news. I work for an advertising firm and I will use my position to influence others who have been cheated out of their hard earned money, to file a class action lawsuit against your company.
I purchased airline tickets with my best friend end of February through Expedia's website. Over the past couple months our flights have changed slightly to different connecting flights but the same time frames roughly. I have all the emails with all the reschedule updates. Our original flight home was suppose to be to MDW however that was changed and switched from PBI to ATL then ATL to ORD on May 9th/10th per an email. June 3rd I got an email that my flight home on June 14th was cancelled, however my friends was not, to which she booked the same flight as me. NONE of her flight plans have changed still to this day, June 9th.
I chatted in online to Expedia and spoke with John Art on June 3rd who spoke with *** after waiting four hours from what I was told. Eventually they put me back on the 5PM flight and I received a confirmation email at 4:51PM on June 3rd from *** airlines. THEN the following morning I got an email from Expedia at 9:47AM, June 4th saying they refunded my money for my flight home. This was never discussed as I was just re-booked for my flight as I was told verbally and by email the day prior. I chatted in after receiving that email and was told by a female supervisor, that *** cancelled my flight and I would have to reach out to them to get compensation for them to pay the additional fee's for another flight home as Expedia had nothing to do with this cancellation. So, I got a hold of *** airlines, they explained to me that Expedia cancelled my flight because they did not finalize the booking process for my 5PM flight. Additionally I was sent their guidelines that if my flight was cancelled by them I would have received and email. To which my email of notification was not from *** it was from Expedia. Expedia cancelled my flight due to negligence and not completing my booking.
So I reached out to Expedia again on June 4th, I spoke to a woman who offered zero remedy to my problem, instead told me there was nothing she could do because I was never booked for the 5PM flight and that they would not cover the difference in cost for me to book another flight. Excuse me? I had an email saying I was booked, actually I had two emails saying I was booked for that flight. So I asked to speak with a manager, after waiting for 115 minutes I was disconnected and hung up on.
June 6th, I was so exhausted of this situation being that I have spent probably 7-8 hours chatting with *** I went to book my flight. And wouldn't you know, my original flight at 5PM is now available again for $499!!! I called into Expedia, explained my situation again that I am being wrongfully punished and having to spend extra money I do not have on a flight I already purchased. Once again I was put on hold for over two hours trying to reach a "manager". Again, nothing was fixed about my situation.
June 8th, - My trip is now less than a week away and I still have no remedy for my flight coming home. A representative on facebook offered $150 to cover part of my flight. WELL the flight I was ORIGINALLY booked for THREE months ago is now $499. But because I booked end of February because I planned my trip, and my flight got cancelled by Expedia, I am responsible for them canceling my flight and paying the now $323 dollar difference?? Where is this fair nor right? I called in and was on the phone for another two hours for them to finally say a manager will call me at 6pm that evening. I got the call, and once again it was let me review your notes, and then the no we cannot do anything for you. I told them about them offering to cover part of my flight and was pretty much told I was a liar and that they did not find that in any of their notes. I was then asked to screen shot my conversation on Facebook and send it to their email. Thanks for calling me a liar? GREAT customer service. I was then told they will cover $150 of the $373. So now I am stuck with paying an additional $173 for the same flight I booked and paid for already in February. I told them no, I refused, this was unacceptable and I wanted a manager in power I could speak with. I was told I will get a call back. Well here we are the next day and zero phone call.
June 9th, this leads me to where we are now. I am still left without a flight home but apparently have a flight to Florida still just no way home. Lovely. Also being told my amount was refunded yet, I have no proof of this on my credit card statement anywhere, nor does my credit card company show any incoming refunds. I have spent over fifteen hours on the phone with Expedia for them to give me the middle finger and tell me they cannot do anything for me despite the problems they have caused. I am now forced to spend $400 more dollars on my same flight I was originally booked for. Worst customer service I have ever experienced. They take your money and then waive you off like you do not matter. Now my best friends birthday has been nothing short of awful thanks to your company. I will also be pulling all my companies reservations and bookings with Expedia for hotels and flights, so you will be losing thousands of dollars now because of your actions. Great business practice.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like the original flight for $529.00 to be
paid for by Expedia based on the inconveniences.
Our records also indicate on February 26, 2020, Ms. or an authorized
user of the Expedia account, self-a two combined one way flights, the outbound
flight was on *** Airlines departing on June 12, 2020, from Chicago, IL to West Palm
Beach, FL and returning on *** June 14, 2020 via ***. We can confirm on June 9, 2020, Ms. or an authorized user of the Expedia
account, self-a one way flight on *** Airlines departing on June 15, 2020,
from West Palm Beach, FL to Chicago, IL via ***. The issue was escalated
to a Lead and a courtesy refund of $150 was approved and issued to the original
card charged.After further review on July 24,
2020, Expedia verified a refund for $176.20 is showing being processed
in *** Airlines record under itinerary ***.
*** Airline refund is showing the refund was issued to the original card that
was charged. The customer would need to
contact *** Airlines for their refund timeline. Expedia
contacted *** Airlines and they confirmed the return flight on June 15,
2020, was flown under itinerary ***. Expedia confirmed a refund of $150 was issued
on June 13, 2020 to card VISA card ending *** under itinerary ***.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and *** Airlines were
the operating carriers and merchants of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other damages
or expenses resulting there from. Expedia has no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Please accept our apologies for any inconveniences
that may have been caused. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
We had booked a flight through Expedia with *** Airlines to get to our honeymoon in St. Lucia. Our flight was supposed to be June 2nd and return June 11th. Unfortunately, because of the coronavirus, *** Airlines canceled our flight. We were issued flight credit through expedia. However, this was a total scam. You are not able to book your own flight using the credit. You have to call expedia and have them do it for you. It took us over 5 hours on hold just to get someone who said they could help us. Then, they made us jump through a bunch of hoops, including being on hold while they read the policy to see if we were even allowed to use our credit. We still are in the air about if we'll be able to use the flight credit that they gave us. Its now been a six hour hassle just to use the credit that they gave us. It is beyond frustrating and I imagine that for people who work or don't have 6 hours and an argumentative soul, they wouldn't even have gotten as far as we did. Expedia is scamming their customers during a global pandemic and it is sickening.
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number 14439649, from Nicole Kubinec.The
customer purchased two tickets with *** Airlines for travel to Vieux Fort,
St. Lucia, departing on June 2, 2020 and returning on June 11, 2020, with
flight coverage from Travel Guard. The
customer canceled their flights, and then rebooked them to depart on July 14,
2020 and return on July 25, 2020. The first attempt to issues the tickets did
not succeed, but the tickets were issued with the assistance of the airline. We
regret to hear of the timing being longer than expected or for any
inconvenience. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team